Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/7/22, the company replaced a 6-zone switching relay. The company charged $484.21 for the part. Prior to having the company install the part, the part was located by the customer at ********** for $284.72. The company advised customer not to buy part to be installed by company and that company would provide part at time of installation. Work was completed satisfactorily but when **** was received customer was concerned regarding price gouging in regards to the price of part charged by company.Company was contacted by phone to discuss outrageous price of part. Company told customer that ********** offers "seconds" on that part and that other fees are bundled into company's price on part in order to cover training, licensing, insurance, fuel/travel, etc (overhead costs of business). Customer questioned why there was no line item for "fees and services." It should also be noted that there is a line item for a fuel surchage. Customer indicated that it seemed very dishonest for company to mark up the price of the item by 70%. The company hung up the phone on the customer.

  Business Response

  Date: 04/05/2023

  Re: BBB complaint 19880266
  
  
  The customer complaint type is listed as a delivery issue, yet there was no delivery issue, and there was no problem with the prompt service that was provided. Nor was there a complaint that there was no charge for the apprentice that came with our technician, because we only charge for such services when the apprentice is not assisting in a learning capacity, as he was here. There also was no complaint that the service was provided on October 13th 2022 but not invoiced until November 7th 2022.The part in question would not have been warrantied by our company if we had not purchased it. Since it was a part that was essential to the function of the heating and domestic hot water system, as licensed professionals, we would rather be certain of its quality and function as we headed into a heating season that was volatile in both weather, and pricing of essential combustibles. We would rather have the job done right, with the parts in hand at 2 in the afternoon,then be called out for an emergency call at 2 am to restore heat, and potentially a 2nd call later to repair/replace a defective part. We warranty our work if a mistake is made on our part.
  When the customer called about the invoice after overdue notices were sent, we called and left a message. When the most recent overdue notice was sent, we received another call. The call on March 29, 2023 began respectfully, however,it disintegrated from there. We would understand if a customer called, within the 30 days given to make payment, to request a payment schedule. We understand, and are also living with higher prices and a difficult heating season. However, calling and verbally abusing us does not leave us any other option other than to hang up.